Complaints Procedure
Despite our best efforts, there are inevitably times when our service falls short of expectations. Thankfully, we also sometimes exceed our customers' expectations.
We value suggestions and complaints, because they help us to improve our service to all our customers and we value compliments because they tell us when we are doing particularly well.
If you are not satisfied with any aspect of our service, you should let us know. Our Complaints Procedure has three stages and you should only proceed from one to the next if you are not happy with the response you have received.
Complaints Procedure - Stage One:
You can register a complaint in the following ways:-
In writing to the Leasehold Services Manager at
Astra House,
Spinners Lane,
Poynton,
Cheshire
SK12 1GA
By telephoning the Leaseholders Helpline on 0845 600 1767
By emailing the Leasehold team: leasehold@jjhousing.co.uk where staff will make arrangements for the Leasehold Services Manager to contact you.
Stage Two:
If you consider that your complaint has not been satisfactorily resolved you may write to the Chief Executive at the Head Office address indicated in stage . Your letter should provide details of the complaint and the action taken to date.
Stage Three:
If the matter is still not resolved to your satisfaction you may then write to the Chair of “Johnnie” Johnson Housing Trust, at the adress stated in stage 1. The Chairman and/or panel of the Board Members (one of whom will be a Leaseholder Representative), will investigate the matter on behalf of the Board of Management.
Further Advice
If, you have gone through these THREE stages and you are still not satisfied you can contact the following: -
Independent Housing Ombudsman Scheme.
The address is:
Independent Housing Ombudsman Scheme,
Norman House, 105-109 The Strand,
London, WC2A 0AA.
The Secretary of State has approved the Ombudsman service for the Environment, Transport and the Regions.
Tenant Services Authority:
The Tenant Services Authority is responsible for regulation of Registered Social Landlords. You can ask for their help by contacting them at:
Eland House, Bressenden Place, London SW1E 5DU
Telephone number 020 7944 4400
The Leaseholder’s Advisory Service:
This is an Independent advisory service, specialising in leasehold issues. You may contact them at:
6-8 Maddox Street, London, W1R 9PN.
Telephone number 0171 493 3116.
Leasehold Tribunals
Leasehold Valuation Tribunals offer services in the following areas:
Northern Rent Assessment Panel
20th Floor
Sunley Tower
Piccadilly Plaza
Manchester M1 4BE
Tel 0845 1002614
Midland Rent Assessment Panel
2nd Floor,
East Wing
Ladywood House
45-46 Stephenson Street
Birmingham B2 4DH
Tel 0845 1002614
Eastern Rent Assessment Panel
Great Eastern House
Tenison Road
Cambridge
CB1 2TR
Tel 01223 505116
Return to Contact Us
